Digital Solutions Global User Support Specialist
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CIMMYT is seeking a Digital Solutions Global User Support Specialist in Nairobi to support the Enterprise Breeding System and related digital tools. The role covers user support, onboarding, configuration, data quality and migration, and requires applicants to be based in Kenya.
- Provide technical and functional support for EBS and related digital solutions.
- Facilitate onboarding, configuration and implementation for breeding program users.
- Support breeding data curation, validation, maintenance and migration.
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CIMMYT is seeking a Digital Solutions Global User Support Specialist in Nairobi to support the Enterprise Breeding System and related digital tools. The role covers user support, onboarding, configuration, data quality and migration, and requires applicants to be based in Kenya.
- Provide technical and functional support for EBS and related digital solutions.
- Facilitate onboarding, configuration and implementation for breeding program users.
- Support breeding data curation, validation, maintenance and migration.
- Working hours are 8 to 5; applicants must be located in Kenya.
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Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
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- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in internship, agricultura, technologyThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Digital Solutions Global User Support Specialist evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to International Maize and Wheat Improvement Center (CIMMYT) and the role in Nairobi.
- Add concrete examples related to internship, agricultura, technology, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from BrighterMonday Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
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Interview preparation
- What experience makes you a strong fit for this Digital Solutions Global User Support Specialist role in internship, agricultura?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research International Maize and Wheat Improvement Center (CIMMYT) before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
I
Digital Solutions Global User Support Specialist
International Maize and Wheat Improvement Center (CIMMYT)
Software & Data
Today
New
Nairobi
Full Time
Confidential
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Language Requirement:
English
Work Type:
Full Time
Working Hours:
8 to 5
Applicant Location:
Kenya
Job descriptions & requirements
Key Responsibilities and Activities:
Customer Support and Service Excellence
Provide responsive technical and functional support to users of the Enterprise Breeding System (EBS) and related digital solutions to resolve queries, system issues, and service requests, ensuring timely resolution and customer satisfaction.
Monitor and follow up on reported issues and service requests with users and relevant technical teams, ensuring continuity of service and effective system utilization.
Investigate user-reported challenges and coordinate with relevant teams to address recurring issues, improving system reliability and user experience.
Maintain records of support requests, resolutions, and recurring issues to support service monitoring, reporting, and continuous improvement.
User Adoption and Onboarding
Facilitate the onboarding of new and existing breeding program users to EBS and related data management solutions, ensuring smooth implementation and effective system utilization.
Support the configuration and implementation of digital solutions to breeding program requirements and workflows, enabling users to integrate the systems into their daily operations.
Guide users through system features, processes, and workflows to improve adoption, engagement, and realization of business value.
Monitor user adoption challenges and coordinate appropriate interventions with relevant stakeholders to improve uptake and sustained use of digital solutions.
Data Management and Migration Support
Support the organization, curation, validation, and maintenance of breeding data within organizational data management systems, ensuring data accuracy, consistency, and accessibility.
Assist in the migration and transfer of breeding data from existing systems and formats to approved digital platforms, ensuring data integrity and continuity of breeding operations.
Conduct data quality checks and identify inconsistencies, gaps, and duplication in breeding datasets to improve data reliability and usability.
Support the documentation of data management procedures and workflows to promote standardized practices and informed decision-making.
Customer Capability Development
Deliver training and user enablement sessions to EBS users and relevant stakeholders, strengthening their ability to use digital solutions effectively.
Develop and maintain user guides, training materials, and technical documentation to support consistent system use and independent problem-solving.
Facilitate knowledge transfer to users and support team members on system functionality, data management practices, and troubleshooting procedures, reducing dependency on direct support.
Gather user feedback and assess training needs to improve learning materials, support approaches, and overall user competency.
Requirements
- University degree or diploma in Computer Science, Information Systems, Data Management, Agricultural Informatics, or a related field; or equivalent relevant work experience.
- Minimum three (3) years of experience providing application support, customer support, or implementation services for data management systems or related digital platforms.
- Experience using service management and collaboration tools such as Jira Service Management, Jira, Confluence, and remote support technologies.
- Demonstrated ability to deliver user training, system demonstrations, onboarding activities, and technical documentation for diverse audiences.
- Excellent written, verbal, and interpersonal communication skills, including the ability to build productive relationships with stakeholders from diverse cultural and organizational backgrounds.
- Experience working with agricultural research, breeding data management systems, or the Enterprise Breeding System (EBS) is desirable.
- English language proficiency is mandatory; additional languages are desirable to support multilingual training, documentation, and user support activities.
- Key Responsibilities and Activities:
- Customer Support and Service Excellence
- Provide responsive technical and functional support to users of the Enterprise Breeding System (EBS) and related digital solutions to resolve queries, system issues, and service requests, ensuring timely resolution and customer satisfaction.
- Monitor and follow up on reported issues and service requests with users and relevant technical teams, ensuring continuity of service and effective system utilization.
- Investigate user-reported challenges and coordinate with relevant teams to address recurring issues, improving system reliability and user experience.
- Maintain records of support requests, resolutions, and recurring issues to support service monitoring, reporting, and continuous improvement.
- User Adoption and Onboarding
- Facilitate the onboarding of new and existing breeding program users to EBS and related data management solutions, ensuring smooth implementation and effective system utilization.
- Support the configuration and implementation of digital solutions to breeding program requirements and workflows, enabling users to integrate the systems into their daily operations.
- Guide users through system features, processes, and workflows to improve adoption, engagement, and realization of business value.
- Monitor user adoption challenges and coordinate appropriate interventions with relevant stakeholders to improve uptake and sustained use of digital solutions.
- Data Management and Migration Support
- Support the organization, curation, validation, and maintenance of breeding data within organizational data management systems, ensuring data accuracy, consistency, and accessibility.
- Assist in the migration and transfer of breeding data from existing systems and formats to approved digital platforms, ensuring data integrity and continuity of breeding operations.
- Conduct data quality checks and identify inconsistencies, gaps, and duplication in breeding datasets to improve data reliability and usability.
- Support the documentation of data management procedures and workflows to promote standardized practices and informed decision-making.
- Customer Capability Development
- Deliver training and user enablement sessions to EBS users and relevant stakeholders, strengthening their ability to use digital solutions effectively.
- Develop and maintain user guides, training materials, and technical documentation to support consistent system use and independent problem-solving.
- Facilitate knowledge transfer to users and support team members on system functionality, data management practices, and troubleshooting procedures, reducing dependency on direct support.
- Gather user feedback and assess training needs to improve learning materials, support approaches, and overall user competency.
- University degree or diploma in Computer Science, Information Systems, Data Management, Agricultural Informatics, or a related field; or equivalent relevant work experience.
- Minimum three (3) years of experience providing application support, customer support, or implementation services for data management systems or related digital platforms.
- Experience using service management and collaboration tools such as Jira Service Management, Jira, Confluence, and remote support technologies.
- Demonstrated ability to deliver user training, system demonstrations, onboarding activities, and technical documentation for diverse audiences.
- Excellent written, verbal, and interpersonal communication skills, including the ability to build productive relationships with stakeholders from diverse cultural and organizational backgrounds.
- Experience working with agricultural research, breeding data management systems, or the Enterprise Breeding System (EBS) is desirable.
- English language proficiency is mandatory; additional languages are desirable to support multilingual training, documentation, and user support activities.
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